Top 5 Customer Service Practices to Implement Right Now

Written by Shelanne Augustine

Digital Marketing Technical Content Writer at Royal Cyber


Why Customer Service Strategies are Essential

2020 saw a massive shift in how we shop. We saw a massive upsweep in online purchases, and a sharp decline in offline shopping, leading many of us to feel more connected and less connected to businesses than ever before. As the world still grapples with the instability caused by COVID-19, it’s paramount that businesses create a customer service strategy that provides customers with personalized, accessible, and timely support across every channel, at every moment of the day.

In Salesforce’s State of the Connected Customer Q4 2020 Report, Salesforce’s Chief Innovation Officer, Simon Mulcahy highlighted the same need.

“Customer expectations and behaviors have shifted radically, rapidly, and permanently; as our physical world has shrunk, the digital imperative companies have contended with for decades has reached an abrupt tipping point. Customers demand digital-first convenience and are leaning on brands to innovate like never before. They're seeking not just more personalized experiences, but empathetic ones.”

Simon Mulcahy, Salesforce CIO

Today, customer service must go beyond the ordinary to offer compassionate service.

Wondering how to put this concept into action. Don’t worry. We’ve gathered some of the latest insights from Salesforce’s latest report and boiled them down for you in our list of the Top 5 Customer Service Practices for 2021.

Written by Shelanne Augustine

Digital Marketing Technical Content Writer at Royal Cyber


Why Customer Service Strategies are Essential

2020 saw a massive shift in how we shop. We saw a massive upsweep in online purchases, and a sharp decline in offline shopping, leading many of us to feel more connected and less connected to businesses than ever before. As the world still grapples with the instability caused by COVID-19, it’s paramount that businesses create a customer service strategy that provides customers with personalized, accessible, and timely support across every channel, at every moment of the day.

In Salesforce’s State of the Connected Customer Q4 2020 Report, Salesforce’s Chief Innovation Officer, Simon Mulcahy highlighted the same need.

“Customer expectations and behaviors have shifted radically, rapidly, and permanently; as our physical world has shrunk, the digital imperative companies have contended with for decades has reached an abrupt tipping point. Customers demand digital-first convenience and are leaning on brands to innovate like never before. They're seeking not just more personalized experiences, but empathetic ones.”

Simon Mulcahy, Salesforce CIO

Today, customer service must go beyond the ordinary to offer compassionate service.

Wondering how to put this concept into action. Don’t worry. We’ve gathered some of the latest insights from Salesforce’s latest report and boiled them down for you in our list of the Top 5 Customer Service Practices for 2021.

5 Essential Customer Service Practices for 2021

Meet Expectations

Meeting customers’ expectations is one of the initial benchmarks that any business sets – if you’re not already meeting your customers’ expectations, you’re missing out on repeat sales, which can amount to major gains for any organization. Don’t miss out on easy revenue! Make every interaction count.

Gain Trust

It’s safe to say the pandemic has made us more critical of who we do business with. We value trustworthiness more than ever before. We’re shrewd in who we give personal information to and how we spend our hard-earned dollars. According to Salesforce’s report, 82% of customers say that a company’s trustworthiness matters more than a year ago. It’s important to build relationships by gathering customer data, but in 2021, it’s critical to collect it in a way that draws shoppers along the customer journey with confidence.

Get Feedback

Consider getting feedback as an important process of the whole customer service process. As much as we all hate receiving negative feedback from unhappy customers, listen and rectifying issues is critical to any customer support strategy. In fact, 78% of customers are willing to forgive a company for its mistake after receiving excellent customer service.

Focus on Customization

52% of customers expect offers to be personalized to them. Customers need to think that they have been given preference and are being served accordingly. Companies can do this by collecting customer data and using their CRM to personalize their experience.

Be Accessible

According to Salesforce’s report, 54% of customers expect companies to expand engagement methods.

It’s important to note that the majority of that 54% were Gen Z and Millennial shoppers. For these shoppers, it’s not enough to offer a toll-free customer service phone line. Many of them would rather connect through live chats and social media channels like Facebook and Twitter.

Whether they send you a direct message or simply voice their frustrations on your Business Profile page, it’s important to let them know you’re listening and understand their concerns.

Salesforce Service Cloud and your Customer Service Strategy

We realize that it’s virtually impossible for a retail leader to meet consumer demands without the assistance of a Smart CRM – one that uses omni-channel communications, Artificial Intelligence (AI), and tracking software to reach customers where they are, with the support they need.

Thankfully Salesforce Service Cloud is making it easier with these intelligent CRM features:

360-Degree Omni-Channel Solutions, Automation, and Analytics

offering more ways to connect with customers and better ways to track and analyze customer interactions.

Case Management Modules

to record customer issues, complaints, requests, or suggestions, and use data to deliver customer-centric services and deliver better results with a personalized experience.

Automated Data Collection

giving customers the power to choose when and how they offer their contact information.

AI and Natural Language Processing (NLP)

for personalized offers, recommendations, and answers to chatbot queries.

Not only does Salesforce Service Cloud has been proven to be one of the most efficient CRM tools, it also integrates with Salesforce Commerce Cloud, making it easier to view and manage Salesforce B2C Commerce case, customer, order, shipment, and payment data in Service Cloud.

“It’s important to build relationships by gathering customer data, but in 2021, it’s critical to collect it in a way that draws shoppers along the customer journey with confidence.” @RoyalCyberUSA #Salesforce

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At Royal Cyber, we’re here to help you optimize your business with the best platforms and latest tech, giving you better customer loyalty and retention.

Top 5 Customer Service Practices to Implement Right Now

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